CN101917524B - Authentification information interacting method triggered by call center and orienting mobile Internet cellphone terminals - Google Patents

Authentification information interacting method triggered by call center and orienting mobile Internet cellphone terminals Download PDF

Info

Publication number
CN101917524B
CN101917524B CN2010102756458A CN201010275645A CN101917524B CN 101917524 B CN101917524 B CN 101917524B CN 2010102756458 A CN2010102756458 A CN 2010102756458A CN 201010275645 A CN201010275645 A CN 201010275645A CN 101917524 B CN101917524 B CN 101917524B
Authority
CN
China
Prior art keywords
call center
call
service
information
mobile phone
Prior art date
Application number
CN2010102756458A
Other languages
Chinese (zh)
Other versions
CN101917524A (en
Inventor
何淼泓
沈浩
王大鹏
Original Assignee
上海帜讯信息技术有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 上海帜讯信息技术有限公司 filed Critical 上海帜讯信息技术有限公司
Priority to CN2010102756458A priority Critical patent/CN101917524B/en
Publication of CN101917524A publication Critical patent/CN101917524A/en
Application granted granted Critical
Publication of CN101917524B publication Critical patent/CN101917524B/en

Links

Abstract

The invention relates to an authentification information interacting method triggered by a call center and orientating mobile Internet cellphone terminals. The method comprises the following steps of: (1) calling a call center phone by a cellphone user; (2) detecting whether a relay line to the call center is busy or not by a switch at an operator side; and (3) connecting the call center if the line is detected to be not busy, starting a voice information interacting procedure by the call center when an agent is not busy, starting a video information interacting procedure by the call center when the agent are busy or the line is busy and sending an interactive custom service menu short message or multimedia message containing an individualized custom service webpage address link to the cellphone user by a custom service business space server, wherein the individualized custom service webpage address link points to a custom service business space. The invention integrates a traditionalvoice service and a mobile Internet interactive information service, improves the custom service level and is mainly used in fields of enterprise customer care service, deep and accurate marketing, customer relation management and the like.

Description

呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法 With verification information interaction method for mobile Internet phone terminal of trigger call center

技术领域 FIELD

[0001] 本发明涉及通信技术领域,具体涉及一种当手机用户拨打客服语音呼叫中心电话遇到线路繁忙时,可自动引导手机用户利用其移动互联网手机终端与企业客服中心的互联网信息服务平台进行信息交互以获得客户服务的方法,该方法主要用于企业客户关怀服务、深度精准营销和客户关系管理等领域。 [0001] The present invention relates to communication technologies, and particularly, to a voice call when a user dials the phone call center telephone line is busy when encountered, can be automatically guided mobile phone users use their mobile terminals with Internet business Internet information service call center platform the method of information exchange for customer service, which is mainly used in the field of enterprise customer care service, depth precision marketing and customer relationship management.

背景技术 Background technique

[0002] 客服语音呼叫中心(Customer Service Call Center, CSCC)是充分利用了通讯和IT技术,例如互动式语音应答(Interactive Voice Response, IVR)和自动呼叫分配系统(Automatic Call Distributor, AO))等技术,进行自动灵活地处理大量不同的电话呼入、呼出和运营操作的业务。 [0002] Customer Voice Call Center (Customer Service Call Center, CSCC) is the full use of communications and IT technologies, such as interactive voice response (Interactive Voice Response, IVR) and automatic call distribution system (Automatic Call Distributor, AO)), etc. technology, automatic flexibility to deal with a number of different telephone inbound, outbound and operational business operations. 现代企业利用客服语音呼叫中心为顾客提供一系列的服务和支持,并将其广泛用于电话营销和客户关系管理等方面。 Modern companies use voice call customer service center provides a range of services and support to customers, and widely used in telemarketing and customer relationship management. 通过接受来自顾客的电话垂询,客服语音呼叫中心被广泛应用于IT通信行业技术支持、保险行业理赔服务、银行和金融机构的客户服务,以及政府和公共资源服务等领域。 By accepting telephone inquiries from customers, customer service call center voice is widely used in the field of IT industry technical support, insurance claims service industries, banks and financial institutions of customer service, as well as government and public services and other communication resources. 用户可以通过拨打客服语音呼叫中心进行信息查询、咨询和投诉等业务的同时,也可以帮助企业进行顾客回访、满意度调查等精准营销活动。 Users can query for information, advice and complaints service by dialing a voice call center customer service can also help companies customer visits, satisfaction surveys and other precision marketing activities. 本说明书中,将所述客服语音呼叫中心简称为呼叫中心。 The present specification, the voice call center call simply referred to as a call center.

[0003]目前客服语音呼叫中心的基本作业流程为:首先用户拨打客服语音呼叫中心号码,交换机接续后播放话音导航信息,用户根据语音提示逐层选择语音菜单项,最终找到其想要的服务项目并获得相应服务。 [0003] Currently the basic processes of customer service voice call center: first user voice call customer service call center number, play the voice navigation information after the switch connection, users select the voice menu item layer by layer according to the voice prompts, eventually find their desired services and get the appropriate service. 用户在选择语音菜单项期间,可以通过目应数字按键的按动选择语音自助服务或者接通客服人员的人工服务。 User during voice menu selection item can be selected by voice self-service entry should numeric key press is turned on or customer service manual service.

[0004] 但随着企业市场的拓展和业务数量的增加,客服语音呼叫中心所承载的顾客访问量增大,导致有限的客服资源逐渐无法满足业务规模的上升。 [0004] However, with the increase in the corporate market and to expand the number of services, customer visits the customer service call center voice carried increases, resulting in limited customer service resources can not meet the gradually rising scale of business. 顾客并发拨打客服语音呼叫中心电话的数量增多,在某些特殊高峰时段有限的客服线路已经无法满足所有顾客的需求。 Increase in the number of concurrent customers call the customer service center telephone voice calls, and in some special limited rush hour customer service line has been unable to meet all customer needs. 一些顾客因无法被呼叫中心接入并享受服务,而降低对该企业服务质量的认可程度,严重危及到企业的客户关系维护,使企业面临利润降低的风险。 Some customers can not be due to the call center access and enjoy the service, and reduce the degree of recognition of the quality of service enterprises, seriously endanger the company's customer relationship maintenance, to enable enterprises to reduce the risk profits. 此外,目前客服语音呼叫中心系统还存在其它一些问题,例如语音菜单项不直观,菜单层次太多,造成用户对语音菜单项的重新听取,选择时间太长等。 In addition, the current voice call customer service center system, there are some other problems, such as voice menu item is not intuitive, too many menu levels, causing the user to re-listen to the voice menu items, such as selecting too long.

[0005] 另一个问题是目前呼叫中心用户客户服务、产品营销过程中涉及到后续服务协议签署存在许多纠纷,对于通过呼叫中心服务过程和内容存在疑义,有必要引入客服商务空间服务器等机制,对服务内容进行保存,提取特征代码,并及时通知客户。 [0005] Another problem is the user call center customer service, product marketing process involves a lot of follow-up services agreement dispute exists, there is doubt for call center services through process and content, it is necessary to introduce a mechanism for customer service business server space and so on, services to save, extracted feature code, and notify customers.

发明内容 SUMMARY

[0006] 为了解决上述矛盾,本发明提供了一种通过呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,通过使用该方法,当手机用户拨打客服语音呼叫中心遇忙时可被自动引导至以移动互联网方式获得客户服务的客服流程。 [0006] In order to solve this contradiction, the present invention provides an interactive method for authentication information with the mobile Internet phone terminal is triggered by a call center, by using this method, when the user dials the phone call when the voice call center can be automatically Busy guide to mobile Internet way to get customer service customer service processes. [0007] 本发明所采用的技术方案是: [0007] The technical proposal of the present invention is:

[0008] 一种呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,包括:步骤1,手机用户拨打呼叫中心电话;步骤2,运营商侧的交换机检测至所述呼叫中心电话的中继线路是否繁忙;步骤3,如检测到线路不忙,接通呼叫中心,呼叫中心在坐席不忙的情况下启动语音信息交互流程,在坐席忙的情况下通知客服商务服务器启动可视信息交互流程;如检测到线路繁忙,通知客服商务服务器启动可视信息交互流程。 Interactive method for authentication information with the mobile Internet phone terminal [0008] A call center triggered, comprising: a step 1, the mobile phone user dials a telephone call center; 2, the operator side of the detecting step to switch the call center telephone trunk channel is busy; step 3. the busy line is detected, connected to the call center, the call center information to start a voice interaction process in the case where the agent is not busy, notifies the business server startup customer interaction process visual information in the case where the busy agent ; as detected line is busy, inform the customer service business server startup process visual information exchange.

[0009] 本发明可获得如下技术效果: [0009] The present invention can provide the following technical effects:

[0010] 通过使用该方法,当手机用户拨打客服语音呼叫中心遇忙时,可被自动引导转为以可视信息交互方式获得客户服务,即实现了传统的语音信息交互和以移动互联网和手机短信或彩信相结合为信息载体的可视信息交互的结合,提高了客服的及时性,解决了因业务规模扩大导致的客服资源相对紧张的问题,改善了客服的质量和沟通效果,可用于企业维护客户关系和进行深度精准营销。 [0010] By using this method, when the user dials the phone call voice call center is busy, the guide may be automatically converted to visual information interactively obtain customer service, i.e. to achieve the traditional voice and information exchange in a mobile phone and Internet combined with the visual information exchange SMS or MMS for the integration of information carrier, to improve the timeliness of customer service, to solve customer service resources due to business expansion due to relatively tight problems and improve the quality of customer service and communication effectiveness, it can be used for business maintaining customer relationships and depth precision marketing.

附图说明 BRIEF DESCRIPTION

[0011] 图I为本发明的流程图。 [0011] Scheme I of the present invention FIG.

具体实施方式 Detailed ways

[0012] 本发明提供了一种呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法。 [0012] The present invention provides an interactive method for authentication information with the mobile Internet phone terminal triggering a call center. 该方法将传统的语音信息交互和以移动互联网和手机短信或彩信的结合为信息载体的可视信息交互有机地统一在一起,在企业原有的客服语音呼叫中心和移动互联网手机用户之间搭建起一种全新的互动方式,具体是在现有的交互式语音信息服务模块基础上加入交互式可视信息服务模块,其中交互式语音信息服务模块主要包含客服语音呼叫中心,所述交互式语音信息服务模块用于支持传统的客服语音呼叫中心所能够提供的功能,即通过语音导航功能和语音客服人员的人声服务完成企业客服业务;而交互式可视信息服务模块主要由客服商务空间服务器和相应的网关组成,主要用于支持移动互联网和手机短信或彩信相结合的信息联合互动,其中客服商务空间服务器主要用于存储为手机用户定制的希望被其访问的客服商务空间网页,而所述商务空间服务器 The traditional method of voice information exchange and interactive visual information in conjunction with the mobile Internet and SMS or MMS information carrier organically unified together to build business between the original voice of the customer service call center and mobile Internet phone users starting a new interaction, in particular an interactive visual information service module is added in the conventional interactive voice information based on the service module, wherein the interactive voice information service module mainly comprises a voice call center call, the interactive voice information service module support for traditional voice calls customer service center can offer, complete corporate customer business voice services via voice navigation and voice support staff; and interactive visual information service module consists of the customer service business server space and the appropriate gateways, mainly used to support mobile Internet and SMS or MMS combination of joint interaction, which is mainly used for the customer service business server space to store customized for mobile phone users want to be the customer service business space pages they visit, and the business space above server 以使用各种网关作为其对外的信息接口,如可以通过短信/彩信网关实现手机短信/彩信的发送,可以通过移动互联网接入网关,使具有上网功能的手机能够链接并访问客服商务空间服务器中存储的相应网页,用于整个系统互联网业务的支持,各种所述网关可以采用现有技术条件下的具体相应功能的网关。 To use a variety of external information as its gateway interface can be implemented as send SMS / MMS via SMS / MMS gateway, access gateway via the mobile Internet, the phone has Internet access can access the customer service business links and server space the page memory for the entire system supporting Internet service, the gateway may use a variety of specific gateway functions under the respective conditions of the prior art.

[0013] 如图I所示,本发明的呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法包括以下步骤: [0013] As shown in FIG I, interactive method for authentication information with the mobile Internet phone terminal of the call center of the present invention comprises the steps of triggering:

[0014] 步骤I,手机用户拨打呼叫中心电话; [0014] Step I, the phone user dials a telephone call centers;

[0015] 步骤2,运营商侧的交换机检测至所述呼叫中心电话的中继线路是否繁忙; [0015] Step 2, the operator side to the relay switch detects the call center telephone line is busy;

[0016] 步骤3,如检测到线路不忙,接通呼叫中心,呼叫中心在坐席不忙的情况下启动语音信息交互流程,在坐席忙的情况下通知客服商务服务器启动可视信息交互流程;如检测到线路繁忙,通知客服商务服务器启动可视信息交互流程。 [0016] Step 3. A busy detect circuit, connected to the call center, the call center information to start a voice interaction process in a case where the seat is not busy, notifies the customer service business server startup process visual information interaction in the case where the agent is busy; After detecting the line is busy, inform the customer service business server startup process visual information exchange. 所述可视信息交互流程一般可以为以移动互联网和手机短信或彩信相结合为信息载体的信息交互流程[0017] 根据呼叫中心的电话运营商侧的交换机检测到的中继线的繁忙状况,呼叫中心自动转向执行相应的流程,包括语音信息交互流程和可视信息交互流程,其中语音信息交互流程用于提供传统的语音客服。 The busy status information interaction process visual information interaction process may generally to mobile Internet and SMS or MMS combination information carrier [0017] detected by the side of the exchange telephone operator trunk call center, the call center the automatic steering of the corresponding processes, including voice and visual information interaction process information exchange process, wherein the interactive voice information flow for traditional voice call. 采用本发明当遇到语音客服繁忙时,可自动引导手机用户进入可视信息交互流程,通过可视信息的交互进行客户服务,避免了单独采用传统的语音客服流程时,用户需要长期在线等待语音客服人员服务甚至不能在拨打电话的当次得到客户服务的情况的发生。 The present invention uses a voice when it comes to customer service busy, mobile phone users can automatically boot into the interaction process visual information, for customer service through interactive visual information, avoiding the traditional voice alone customer service process, the user needs to wait for long-term online voice customer service staff can not even happen in the case of when times get customer service calls.

[0018] 其中,所述可视信息交互流程可以包括: [0018] wherein, the interaction process visual information may include:

[0019] 步骤a,所述呼叫中心通过语音提示所述手机用户要向其发送交互式客服菜单短信或彩信; [0019] Step a, the call center by voice prompts to the customer phone users to interactive menu send SMS or MMS;

[0020] 步骤b,所述呼叫中心向客服商务空间服务器发出指令,如控制信令100,要求其向所述手机用户发送所述交互式客服菜单短信或彩信; [0020] Step B, the call center to the customer service business issuing server instruction space, such as control signaling 100 required to call a menu which transmit the interactive SMS or MMS to the mobile phone users;

[0021] 步骤C,所述客服商务空间服务器向所述手机用户发送所述交互式客服菜单短信或彩信,所述交互式客服菜单短信和彩信中含有指向所述客服商务空间的网页地址链接。 [0021] Procedure C, the call server to the commercial space of the mobile phone users to send SMS or MMS interactive customer service menu, the menu SMS and MMS interactive customer service web page address contained in the link to the business customer space.

[0022] 在客服语音呼叫中心电话线路繁忙的情况下,在用户挂机前即通过语音提示用户稍后要向其发送交互式客服菜单短信或彩信,一方面提醒用户,服务还没有结束,需要特别关注随后的客服引导短信息;另一方面,由于在用户产生抱怨之前就有所回应,可以有效地减少或避免客户满意度的降低。 [0022] In the voice call center customer service phone line is busy, that is, before the user hangs up the menu you want to send SMS or MMS interactive customer service, on the one hand to remind the user through voice prompts the user later, the service is not over, in need of special then focus on customer service guide short message; the other hand, complained before the user has been produced in response, can effectively reduce or avoid a decrease in customer satisfaction.

[0023] 优选地,所述可视信息交互流程还可以包括: [0023] Preferably, the visual information interaction process may further comprise:

[0024] 步骤d,所述手机用户接收所述短信或彩信,并点击所述网页地址链接,手机以Wap/Web方式等适宜的方式自动连接并访问所述网页; [0024] Step d, the user receives a phone text or multimedia message, and click on the link to the page address, and automatically connect to the web page to access Wap / Web like manner suitable manner;

[0025] 步骤e,所述手机用户浏览网页内容和/或按所述网页上的服务菜单选项进行操作,包括阅读和输入相关的信息,以获得客户服务。 [0025] Step e, the mobile phone users to browse the Web content and / or operated by service options on the menu page, including reading and enter the relevant information for customer service.

[0026] 所述网页通常可以是面向手机适配的标准服务网页或定制网页,以满足手机用户的一般需求或指导手机用户如何获得相关服务或信息,所述交互式客服菜单短信和彩信中含有的指向所述客服商务空间的网页地址链接为指向所述标准网页的地址链接。 [0026] The page can usually be adapted for mobile phone service standard or customized web pages to meet the needs of mobile phone users in general or guidance on how mobile phone users access to services or information, the interactive customer service menus containing SMS and MMS directed to the customer service web address link commercial space to point to the standard web page address link.

[0027] 作为一种改进的方案,可以针对手机用户定制网页,以尽可能地向手机用户提供更为适宜的个性化服务。 [0027] As an improved solution that can be customized web pages for mobile phone users, more appropriate to provide personalized service to mobile phone users as possible. 例如,优选地,所述呼叫中心向所述客服商务空间服务器发出指令要求其向所述手机用户发送所述交互式客服菜单短信或彩信时,还向所述客服商务空间服务器发送所述手机用户的手机号码信息,所述商务空间服务器依据所述手机号码信息作为用户的身份识别信息,根据历史客户信息和服务策略定制生成针对该手机用户的定制网页,或者根据该手机用户的手机号码调取涉及该手机用户的其他信息,并依据获得的该手机用户的信息定制生成针对该手机用户的定制网页,所述交互式客服菜单短信和彩信中含有的指向所述客服商务空间的网页地址链接为指向所述针对该手机用户的定制网页的地址链接。 For example, preferably, the center issues an instruction to call the customer service server business space required to call an interactive menu text or multimedia message to the user sending the phone, the mobile phone user further sending to the customer server business space phone number information, the business server space according to the cell phone number information as the identification information of the user, based on historical information and customer service strategies to generate a customized page customized for the mobile phone users, mobile phone or retrieved based on the user's mobile phone number for additional information relates to the mobile phone users and mobile phone users according to the available customization generate customized pages for the mobile phone users, pointing to the interactive customer service menus contain text and multimedia messages in the customer service web address link for commercial space pointing to the address link for the mobile phone users to customize web pages.

[0028] 所述商务空间服务器定制生成针对该手机用户的定制网页时,可以根据实际需要选择有用信息定制网页以及确定所定制的网页的内容。 When [0028] the commercial space to generate a customized web server customized for the mobile phone users can select content according to actual needs and determine useful information to customize pages customized pages. 在定制网页的过程中,可以针对每一个手机用户专门定制网页,但考虑到客服商务空间服务器的工作量太大,且存储空间有限,效率及经济性不高,并且此时获得的客户信息较少,针对性相对较弱,因此优选预先设置模板,根据用户信息将相关内容填在该模板中,或优选预制好针对多种特定类型的手机用户的不同的网页,再根据客户信息选择其中的一种网页作为定制网页。 In the process of customizing the web page can be customized for each mobile phone user page, but taking into account the customer service business server space the heavy workload and limited storage space, and economic efficiency is not high, and the customer information obtained at that time than small, targeted relatively weak, it is preferable to pre-set templates, relevant content based on user information to fill in the template, or preferably prefabricated for different pages more specific types of mobile phone users, and then choose according to the customer information one kind of pages as a custom web page.

[0029] 采用这种改进方案,由于手机用户所访问的客服商务空间网页是针对该手机用户定制的网页,其内容更偏重于该手机用户的关注重点和喜好,使该手机用户获得专享服务的感觉,因此更有利于提高用户满意度和忠诚度,从而有利于企业进一步推行精准营销和促进客户的维护与管理。 [0029] With such improvements, commercial space due to the customer service phone users to access the web page is customized for the mobile phone users page, its content is more emphasis on the mobile phone user focus and preferences, so that the mobile phone users get exclusive services It is feeling, and therefore more conducive to improving customer satisfaction and loyalty, which will help enterprises to further promote the implementation of precision marketing and customer maintenance and management.

[0030] 所述客服短信和彩信中优选包含是否要求语音客服人员回叫服务的选项,所述手机用户依照所述选项的提示信息执行选择是否回叫服务的操作,如按动提示信息中指定的相应按钮由手机自动发送代表是否要求回叫服务的代码,或者向提示信息中给出的呼叫中心号码回复一个指定格式的短信息,实现由手机向所述呼叫中心发送是否请求回叫服务的信息。 [0030] The customer SMS and MMS preferable to include whether to require customer service voice call-back service option of the mobile phone users to choose whether to call-back services operating in accordance with the prompt implementation of the options, such as pressing the message specified sent automatically by the respective mobile phone buttons representing whether claim callback code for a service, or to prompt a calling message center number given in reply to a short message format to specify whether to request transmission to achieve callback service to the call center by the handset information.

[0031] 当所述呼叫中心接收到手机发送来的请求回叫服务信息后,做回叫服务请求记录,包括请求回叫服务的手机号码,语音客服人员根据所述回叫服务请求记录,回叫所述手机用户。 [0031] When the call center receives a request sent by the phone call back to the service information, the service request records do callback, including requesting call back service phone number, customer service voice service request according to said call back record, back called the mobile phone users.

[0032] 对于其手机可能不具有上网功能,或者出于个人喜好不愿选择移动互联网方式获得客户服务的手机用户来说,所述回叫服务选项正好可以满足其需要。 [0032] For its mobile phone may not have Internet access, or personal preferences do not want to get out of the way to select the mobile Internet phone users for customer service, the call-back service option just to meet their needs.

[0033] 本发明所搭建的互动方式对于传统的交互式语音信息服务模块也进行了改进,且这种改进可以应用于上述各个技术方案中,具体改进体现在所述语音信息交互流程为: [0033] The structures of the present invention interact with conventional interactive voice information service module has been improved, and this improvement can be applied to each of the above technical solution, specific improvements embodied in the voice information interaction process:

[0034] 步骤1,接通呼叫中心电话,进行语音交互式客服; [0034] Step 1 is turned on call center telephone, interactive voice call;

[0035] 步骤2,通话结束后,所述客服商务空间服务器通过呼叫中心提取客服录音记录, 以特定编码格式存储,并提取特征码,生成唯一访问码,并向接受语音服务的所述手机用户发送含有上述唯一访问码的客服商务空间页面地址链接的短信或彩信,客户可凭借此链接访问客服的录音记录,录音记录如被修改,可凭借唯一访问码发现记录已不完整或被修改。 [0035] Step 2, after the call, the call server extracts the commercial space recordings customer call center to store a particular coding format, and extracts the signature, generating a unique access code to the mobile phone user accepts a voice service customer Service business page address space containing the unique access code to send the link of SMS or MMS, whereby customers can use their link to access the customer service of sound recordings, such as sound recordings is modified, by virtue of the unique access code found records incomplete or modified. 由此,通过通话记录的保留和客户验证,有助于解决现有技术下因为没有通话记录或者双方对通话内容有不同解释而导致的纠纷。 Thus, by phone records retention and customer verification, help to resolve disputes under the prior art because there is no phone records or the two sides have different interpretations of conversations caused.

[0036] 利用上述改进方案,在手机用户得到了完整的语音服务之后,仍然能够收到含有客服商务空间页面地址链接的短信或彩信,对于企业来说,是其推行精准营销的延续,有利于企业业务的提升。 After the [0036] With the above improvements, the mobile phone users get a complete voice service, can still receive SMS or MMS containing the customer service business space page address for a link, for enterprises, is the continuation of the implementation of precision marketing, help enhance their business.

[0037] 在所述语音信息交互流程中,通话结束后,所述呼叫中心先向所述客服商务空间服务器发出指令,如控制信令200,要求其向接受语音服务的所述手机用户发送含有客服商务空间页面地址链接的短信或彩信,所述客服商务空间服务器再依据所述指令向所述手机用户发送含有客服商务空间页面地址链接的短信或彩信。 [0037] In the voice information interaction process, after the call, the call center instructs the customer business space Xianxiang server, such as control signaling 200, which requires the transmission to the mobile users comprising receiving voice service customer business address space page linked SMS or MMS, the customer service business server space containing text or multimedia message and then send the customer service business space page address for a link to the mobile phone users according to the instructions.

[0038] 接受语音服务的所述手机用户接收通话结束后由所述客服商务空间服务器发来的所述短信或彩信,并点击所述客服商务空间页面地址链接,则手机自动连接并访问所述页面,使得所述手机用户可以浏览网页内容和/或按所述网页上的服务菜单选项进行操作,获得客户服务以及进行其他信息互动。 [0038] The mobile phone users to accept voice service call is received after the end of the text or multimedia message by the customer service business space sent from the server, and click on the customer service business space page address link, the phone automatically connect and access the page, so that the mobile phone users can browse the web content and / or operated by service menu options on the web, access to customer service as well as other interactive information.

[0039] 作为又一方面的改进方案,通话结束后由所述客服商务空间服务器向手机用户发来的所述短信或彩信中所链接的网页为定制网页,其定制过程为所述呼叫中心向客服商务空间服务器发出指令要求其向接受语音服务的所述手机用户发送含有客服商务空间页面地址链接的短信或彩信时,还向所述客服商务空间服务器发送语音客服人员在提供语音服务的过程中记录的接受语音服务的所述手机用户信息和通话信息,所述商务空间服务器依据所述手机用户信息和通话信息定制生成针对该手机用户的客服商务空间网页,所述含有客服商务空间网页地址链接的短信或彩信中含有的客服商务空间网页地址链接为指向所述针对该手机用户的客服商务空间网页地址链接。 [0039] As a further aspect of the improvement program, by the end of the call the customer service business space sent from the server to the SMS or MMS mobile phone users in the linked pages for custom pages, it is the customization process to the call center when the customer service business server space required to issue instructions to the phone users to accept voice services to send commercial space containing the customer service page address link text or multimedia message, also send a voice call to the customer service business space in the server process to provide voice services in accept the voice of the mobile phone service subscriber information and call the recorded information, the business server space according to the mobile phone user information and customer service call information to generate customized business space on the page for that mobile phone users, the customer service business space contains links to web address SMS customer service business space or web address link contained in a multimedia message is directed to the customer service business space page address link for the mobile phone users. 另外,还可以将刚才通话服务的过程与内容打包,加上标签,重要内容通过手机发送给用户确认或方便用户随时查阅。 Also, you can just call the service of process and content packaged, labeled, important content to the user to confirm or user-friendly access at any time by phone.

[0040] 所述语音客服人员在提供语音服务的过程中记录的接受语音服务的所述手机用户的信息,可以包括语音客服人员在通话中依据标准方式记录的客户信息,如采用定制好的电子表格等标准方式记录,其目的是便于计算机的自动识别和对数据的程序化处理,还可以包括以非限定方式记录的客户关注的具体问题。 [0040] The voice of the customer service phone users to accept voice information service record in the provision of voice services can include standard recorded voice based customer service staff in customer call information, such as the use of customized electronic good standard recording mode table or the like, which purpose is to facilitate automatic recognition program of the computer and processing of data, may also include specific client concerns in a non-limiting manner recorded.

[0041] 所述商务空间服务器定制生成针对该手机用户的客服商务空间网页时,除了依据上述所述手机用户的信息以外,甚至还可以根据该手机用户的手机号码信息自动调取该手机用户登记时记录的其他身份信息,具体根据哪一类或多类信息定制网页以及所定制的网页的内容均可以根据实际需要确定。 When [0041] the space commerce server generates a customized customer business space for the page that phone user, in addition to the above information according to the user's mobile phone, even a mobile phone can be automatically adjusted to take the user registration information for the phone number of the mobile phone users other identifying information is recorded, the specific can be determined according to actual needs according to what type or types of information customized web page content and customized pages.

[0042] 在定制网页的过程中可以针对每一个手机用户专门定制网页,但考虑到客服商务空间服务器的工作量太大,且存储空间有限,优选预先设置模板,根据用户信息将相关内容填在该模板中,或者预制好针对多种特定类型的手机用户的不同的网页,再根据客户信息选择其中的一种网页作为定制网页。 [0042] In the process of customizing the page can be customized for each mobile phone user page, but taking into account the customer service business server space the heavy workload and limited storage space, preferably pre-set templates, user information will fill in the relevant content the template, or prefabricated for more specific types of mobile phone users to different pages, customer information and then choose one of them according to a customized web page.

[0043] 这种改进的方案的作用与可视信息交互流程中根据所述手机用户的身份信息生成客服商务空间网页相类似,但由于本改进方案中的信息是语音客服人员与所述手机用户的电话沟通中人工获得的,信息交互和记录方式比较自由,更方便了解涉及手机用户个性特点的信息,对于定制针对该手机用户的客服商务空间页面更具有参考价值。 Effect with the visual information interaction procedure [0043] This improved scheme to generate space business customer page identity of the mobile phone according to the user information is similar, but the development of the information present in the speech service provider and the mobile phone users telephone communication in artificial obtained information exchange and recording more freedom, more easily understand information related to mobile phone users personalized features, customized for the customer service business space page for the mobile phone users more valuable.

[0044] 本发明充分利用了手机的短信或彩信通信功能以及手机上网功能,将这两种功能可实现的可视信息交互方式同传统的语音信息交互方式有机地结合,有效地提高了客服的及时性,并充分体现了个性化服务理念,不仅能减少或避免因服务不及时造成的用户流失, 还能提高客户的忠诚度,促进进一步的精准营销。 [0044] The present invention makes full use of the mobile phone and SMS or MMS communication function of mobile Internet function, these two functions interactively visible information can be achieved with conventional organic binding interaction voice information, effectively improving the customer service timeliness, and fully reflects the concept of personalized service, not only to reduce or avoid the customer service is not timely due to the loss, but also improve customer loyalty, facilitate further precision marketing.

Claims (10)

1. 一种呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,其特征在于包括以下步骤:步骤1,手机用户拨打呼叫中心电话;步骤2,运营商侧的交换机检测至所述呼叫中心电话的中继线路是否繁忙;步骤3,如检测到线路不忙,接通呼叫中心,呼叫中心在坐席不忙的情况下启动语音信息交互流程,在坐席忙的情况下通知客服商务服务器启动可视信息交互流程;如检测到线路繁忙,通知客服商务服务器启动可视信息交互流程。 Interactive method for authentication information with the mobile Internet phone terminal 1. A trigger of the call center, comprising the following steps: Step 1, the mobile phone user dials a telephone call center; Step 2, the switch detects the carrier side to the call central telephone trunk line is busy; step 3, the line is not busy as detected, connected to the call center, the call center information to start a voice interaction process in the case where the agent is not busy, notifies the customer service business can be started at the server agent busy situation depending on the information exchange process; detected as the line is busy, the server notifies the customer service business starts interaction process visual information.
2.根据权利要求I所述的呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,其特征在于所述可视信息交互流程包括:步骤a,所述呼叫中心通过语音提示所述手机用户要向其发送交互式客服菜单短信或彩信;步骤b,所述呼叫中心向客服商务空间服务器发出指令要求其向所述手机用户发送所述交互式客服菜单短信或彩信;步骤C,所述客服商务空间服务器向所述手机用户发送所述交互式客服菜单短信或彩信,所述交互式客服菜单短信和彩信中含有指向所述客服商务空间的网页地址链接。 The interactive method for authentication information with the mobile Internet phone terminal I of the call center as claimed in claim trigger, wherein said visual information interaction procedure comprising the steps of: a, the call center by voice prompts the phone to send a user interactive menu SMS or MMS customer; step b, the center issues an instruction to call the customer service server business space required to send to the phone the user interactive menu SMS or MMS customer; step C, and the customer service business space server sends to the user of the interactive customer service phone menu SMS or MMS, the interactive customer service menu text and multimedia messages containing links to the web page address customer business space.
3.根据权利要求2所述的呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,其特征在于所述可视信息交互流程还包括:步骤d,所述手机用户接收所述短信或彩信,并点击所述网页地址链接,手机以Wap/ Web方式自动连接并访问所述网页;步骤e,所述手机用户浏览网页内容和/或按所述网页上的服务菜单选项进行操作,获得客户服务。 The interactive method for authentication information with the mobile Internet phone terminal 2, the trigger of the call center as claimed in claim, wherein said visual information interaction process further comprising: the step d, the mobile phone user or receiving the short message MMS, and click the link to the web page address, phone to Wap / Web way to connect and access the web page; step e, the mobile phone users to browse the Web content and / or operated by service menu options on the web page to obtain customer service.
4.根据权利要求3所述的呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,其特征在于所述网页为面向手机适配的标准服务网页或定制网页,所述定制网页的定制过程为:所述呼叫中心向所述客服商务空间服务器发出指令要求其向所述手机用户发送所述交互式客服菜单短信或彩信时,还向所述客服商务空间服务器发送所述手机用户的手机号码信息,所述商务空间服务器依据所述手机号码信息作为用户的身份识别信息, 根据历史客户信息和服务策略定制生成针对该手机用户的定制网页,或者根据该手机用户的手机号码调取涉及该手机用户的其他信息,并依据获得的该手机用户的信息定制生成针对该手机用户的定制网页。 The interactive method for authentication information with the mobile Internet phone terminal of claim 3 trigger call center claim, wherein said web is a web service standard or customized web page adapted for mobile phones, the customized page customized process is: the call center issues instructions to the customer server business space required to call an interactive menu text or multimedia message to the mobile phone users to send the further transmission of the mobile phone users to the call server business space number information, the business server space according to the cell phone number information as the identification information of the user, based on historical information and customer service strategies to generate a customized page customized for the mobile phone users, mobile phone or according to the user's mobile phone number retrieval involving the additional information mobile phone users, and customize generate customized pages for the mobile phone users according to the user's mobile phone to get information.
5.根据权利要求4所述的呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,其特征在于所述客服短信和彩信中还包含是否选择语音客服人员回叫服务的选项,所述手机用户依照所述选项的提示信息执行选择是否回叫服务的操作,由手机向所述呼叫中心发送是否请求回叫服务的信息。 The interactive method for authentication information with a mobile terminal 4 of the Internet phone call center as claimed in claim triggered, characterized in that said SMS and MMS customer whether to select the option further comprises customer service voice callback service, the mobile phone users to choose whether to call back operation services, whether the transmission request information callback service to the call center by the phone prompts to perform in accordance with the options.
6.根据权利要求5所述的呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,其特征在于所述呼叫中心接收到手机发送来的请求回叫服务信息后,做回叫服务请求记录,语音客服人员根据所述回叫服务请求记录,回叫所述手机用户。 The interactive method for authentication information with the mobile Internet phone terminal of the trigger 5 of the call center as claimed in claim, wherein said phone call center receives a request sent by the call-back service information, the service request made callback record voice customer service, according to the call-back service request record, call back the mobile phone users.
7.根据权利要求1-6中任一权利要求所述的呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,其特征在于在所述语音信息交互流程为:步骤1,接通呼叫中心电话,进行语音交互式客服;步骤2,通话结束后,所述客服商务空间服务器通过呼叫中心提取客服录音记录,以特定编码格式存储,并提取特征码,生成唯一访问码,并向接受语音服务的所述手机用户发送含有上述唯一访问码的客服商务空间页面地址链接的短信或彩信,客户凭借此链接访问客服的录音记录,录音记录如被修改,凭借唯一访问码发现记录已不完整或被修改。 7. The interactive method for authentication information with the mobile Internet phone terminal of the claims 1-6 trigger call center as claimed in claim, wherein voice information in the interaction process is: Step 1, connected to the call center phone, interactive voice call; step 2, after the call, the call server extracts the commercial space recordings customer call center to store a particular coding format, and extracts the signature, generating a unique access code to accept speech the mobile phone users to send customer service business links page address space containing the unique access code of the SMS or MMS, customers with recordings this link to visit customer service, such as sound recordings is modified with a unique access code or incomplete records found modified.
8.根据权利要求7所述的呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,其特征在于通话结束后,所述呼叫中心向所述客服商务空间服务器发出指令要求其向接受语音服务的所述手机用户发送含有客服商务空间页面地址链接的短信或彩信,所述客服商务空间服务器依据所述指令向所述手机用户发送含有客服商务空间页面地址链接的短信或彩信。 The interactive method for authentication information with the mobile Internet phone terminal of claim 7 triggered by the call center as claimed in claim, characterized in that the end of the call, the call center issues instructions to the customer to the business space required to accept speech server the service of mobile phone users send text or multimedia message containing the customer service business space page address for a link, the customer service business server space according to the instructions to the phone users to send multimedia messages containing text or customer service business space page address link.
9.根据权利要求8所述的呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,其特征在于接受语音服务的所述手机用户接收通话结束后由所述客服商务空间服务器发来的所述短信或彩信,并点击所述客服商务空间页面地址链接,手机自动连接并访问所述页面,所述手机用户浏览网页内容和/或按所述网页上的服务菜单选项进行操作, 获得客户服务。 9. The interactive method for authentication information with the mobile Internet phone terminal of claim 8 trigger call center as claimed in claim, wherein the user accepts a voice service phone after receiving a call by the call sent from the server business space the text or multimedia message, and click on the customer service business space page address link, the phone automatically connect and access the page, the mobile phone users to browse the web content and / or operated by service menu options on the web, access to customers service.
10.根据权利要求9所述的呼叫中心触发的面向移动互联网手机终端的带验证信息交互方法,其特征在于通话结束后由所述客服商务空间服务器向手机用户发来的所述短信或彩信中所链接的网页为定制网页,其定制过程为所述呼叫中心向客服商务空间服务器发出指令要求其向接受语音服务的所述手机用户发送含有客服商务空间页面地址链接的短信或彩信时,还向所述客服商务空间服务器发送语音客服人员在提供语音服务的过程中记录的接受语音服务的所述手机用户信息和通话信息,所述商务空间服务器依据所述手机用户信息和通话信息定制生成针对该手机用户的客服商务空间网页,所述含有客服商务空间网页地址链接的短信或彩信中含有的客服商务空间网页地址链接为指向所述针对该手机用户的客服商务空间网页地址链接。 10. The interactive method for authentication information with the mobile Internet phone terminal of claim 9 triggers the call center as claimed in claim, characterized in that the end of the call by the customer business space sent from the server to the mobile phone user in SMS or MMS when the linked pages for custom pages, it is the customization issue instructions to the customer service call center business space server requires its acceptance to the mobile phone users to send voice services contain customer service business space page address link of SMS or MMS, but also to the customer accepts voice service business server space to send a voice recording of customer service in the provision of voice services in the mobile phone user information and call information, the business server space according to the mobile phone users to customize the generated information and call information for the mobile phone users call a business space page, which contains links to web address the customer service business space business space customer Support web address link business space page address for a link contained in the SMS or MMS to the point for the mobile phone users.
CN2010102756458A 2010-09-08 2010-09-08 Authentification information interacting method triggered by call center and orienting mobile Internet cellphone terminals CN101917524B (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CN2010102756458A CN101917524B (en) 2010-09-08 2010-09-08 Authentification information interacting method triggered by call center and orienting mobile Internet cellphone terminals

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
CN2010102756458A CN101917524B (en) 2010-09-08 2010-09-08 Authentification information interacting method triggered by call center and orienting mobile Internet cellphone terminals

Publications (2)

Publication Number Publication Date
CN101917524A CN101917524A (en) 2010-12-15
CN101917524B true CN101917524B (en) 2012-07-25

Family

ID=43324902

Family Applications (1)

Application Number Title Priority Date Filing Date
CN2010102756458A CN101917524B (en) 2010-09-08 2010-09-08 Authentification information interacting method triggered by call center and orienting mobile Internet cellphone terminals

Country Status (1)

Country Link
CN (1) CN101917524B (en)

Families Citing this family (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN102739616A (en) * 2011-04-13 2012-10-17 上海盛展网络科技有限公司 Interactive voice service system and realization method thereof
CN102868982B (en) * 2012-10-08 2015-05-13 上海帜讯信息技术有限公司 Mobile terminal oriented method for forwarding information and enabling enterprise to acquire mutual information
CN103051699A (en) * 2012-12-17 2013-04-17 上海帜讯信息技术有限公司 Method for forwarding information and acquiring mutual information by enterprises based on web browser
EP3149925A1 (en) * 2014-05-26 2017-04-05 Sony Corporation Methods for handing over a circuit switched call to an internet protocol call and related electronic devices and computer program products
CN105228139B (en) * 2014-06-05 2018-11-13 阿里巴巴集团控股有限公司 A kind of call processing method, device and equipment based on smart machine
CN106034184A (en) * 2015-03-16 2016-10-19 中兴通讯股份有限公司 Method and device for selecting service provider service
CN105959498B (en) * 2016-06-28 2019-01-01 广东万丈金数信息技术股份有限公司 Communication means and system based on customer service system
CN108449518A (en) * 2017-02-16 2018-08-24 平安科技(深圳)有限公司 Insurance contract pays a return visit method and apparatus
CN107800901A (en) * 2017-09-11 2018-03-13 平安科技(深圳)有限公司 User's call processing method, device, computer equipment and storage medium

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101222549A (en) 2007-11-13 2008-07-16 华为技术有限公司;上海市电信有限公司;上海理想信息产业(集团)有限公司;青牛(北京)技术有限公司 Method for implementing IP call centre and video call service
CN101383984A (en) 2007-12-12 2009-03-11 中国移动通信集团广东有限公司 Artificial service system and method for call center

Family Cites Families (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20090175437A1 (en) * 2008-01-08 2009-07-09 Aspect Software, Inc. Call transfer between differing equipment

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101222549A (en) 2007-11-13 2008-07-16 华为技术有限公司;上海市电信有限公司;上海理想信息产业(集团)有限公司;青牛(北京)技术有限公司 Method for implementing IP call centre and video call service
CN101383984A (en) 2007-12-12 2009-03-11 中国移动通信集团广东有限公司 Artificial service system and method for call center

Also Published As

Publication number Publication date
CN101917524A (en) 2010-12-15

Similar Documents

Publication Publication Date Title
US9984377B2 (en) System and method for providing advertisement
US6895084B1 (en) System and method for generating voice pages with included audio files for use in a voice page delivery system
US7457397B1 (en) Voice page directory system in a voice page creation and delivery system
US6430174B1 (en) Communication system supporting simultaneous voice and multimedia communications and method of operation therefore
US6600736B1 (en) Method of providing transfer capability on web-based interactive voice response services
US7127403B1 (en) System and method for personalizing an interactive voice broadcast of a voice service based on particulars of a request
US8340255B2 (en) Interactive display response system
US8938060B2 (en) Technique for effectively providing personalized communications and information assistance services
US8937887B2 (en) Systems and methods to provide communication connections
KR100511111B1 (en) System for providing advertisement service and method thereof
US7039165B1 (en) System and method for personalizing an interactive voice broadcast of a voice service based on automatic number identification
US20030108184A1 (en) Promoting caller voice browsing in a hold queue
US8654934B2 (en) Multimodal interactive voice response system
US7525955B2 (en) Internet protocol (IP) phone with search and advertising capability
US6731724B2 (en) Voice-enabled user interface for voicemail systems
US20050210376A1 (en) System and method for the creation and automatic deployment of personalized, dynamic and interactive voice services, including deployment through personalized broadcasts
US8934614B2 (en) Systems and methods for dynamic pay for performance advertisements
US20080132218A1 (en) Method and Apparatus for Starting Applications
CN102164172B (en) A kind of for providing method and the device of user interface
US8724789B2 (en) Systems and methods to connect people for real time communications via directory assistance
US8681952B2 (en) Systems and methods to selectively provide telephonic connections
US9767510B2 (en) Systems and methods to generate leads to connect people for real time communications
US20040140989A1 (en) Content subscription and delivery service
US20100100377A1 (en) Generating and processing forms for receiving speech data
US9183559B2 (en) Systems and methods to convert a call generated from an advertisement

Legal Events

Date Code Title Description
C06 Publication
C10 Entry into substantive examination
C14 Grant of patent or utility model
PLDC Enforcement, change and cancellation of contracts on pledge of patent right or utility model
C56 Change in the name or address of the patentee
PLDC Enforcement, change and cancellation of contracts on pledge of patent right or utility model
PC01